Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Helpdesk
What do you like best about the product?
Azure AD integration....................
What do you dislike about the product?
Translations to Portuguese is not 100%..
What problems is the product solving and how is that benefiting you?
We needed a tool to get and address our clients issues, Freshservice is doing the job.
Freshservice is a great product
What do you like best about the product?
Easy to use, intuitive web portal. Me likes the freshservice
What do you dislike about the product?
There is nothing that I dislike about Fresh service
What problems is the product solving and how is that benefiting you?
We use it for our I.T. ticketing system
Recommendations to others considering the product:
use it
Good out of the box solution
What do you like best about the product?
The workflow and admin tools are simple, intuitive and cover most use cases
What do you dislike about the product?
Documentation is poor, particularly for the API. Getting new features appears to be impossible.
What problems is the product solving and how is that benefiting you?
Client Support, change management, incident management, documentation
Great software - easy to use - even better price
What do you like best about the product?
Inventory management is easy to use, the helpdesk has a nice interface, and the knowledgebase is a great place for our teachers to refer to if they are having a problem.
What do you dislike about the product?
The layout can be a little difficult to navigate for the inventory management. I wish there was more fields for asset status such as "Out for Repair"
What problems is the product solving and how is that benefiting you?
We use Freshservice to manage inventory of products throughout our district and can easily check devices out for repair
Recommendations to others considering the product:
Give the trial a whirl and make sure it will work for your organization's needs
Fresher IT with Freshservice!
What do you like best about the product?
Ease of access, simplicity, configure quickly
What do you dislike about the product?
Needs to mature in a few areas...logging these as feature enhancements & some have been turned around already..
What problems is the product solving and how is that benefiting you?
Ease of incident logging, easy to use Self Service Catalog, simple to interact with 3rd party providers, to name a few
Great Solution for small companies
What do you like best about the product?
Great features that makes for a high quality support service including automatic replies and updates. There are more features offered for free than most customer support solutions.
What do you dislike about the product?
Id only say the UI design could see some improvement. Just recently they launched a new design that is a more modern and easy to look at. Would like to see better mobile UI too.
What problems is the product solving and how is that benefiting you?
I am able to get tickets sent to me without missing emails that are requests. I need this because I don’t have a person to monitor business email during the day. Freshservice alerts me so I don’t miss one service request.
Recommendations to others considering the product:
Start the trial and get help implementing quickly, focusing on your main pain points with ticket requests. Use the helpful team to make it work for your business
Prompt, Efficient Service
What do you like best about the product?
Prompt, friendly service via the online portal
What do you dislike about the product?
I did not have any negative experience with the support
What problems is the product solving and how is that benefiting you?
Good reporting and insights on service requests. Good contract and change management capabilities
A great move for us
What do you like best about the product?
Ease of setup, we were up and running with little or no support, only reaching out when we wanted to customise.
What do you dislike about the product?
Delivery of road map updates take time, but they do arrive.
What problems is the product solving and how is that benefiting you?
SLA reporting
Self Service
Knowledge Base
Self Service
Knowledge Base
Recommendations to others considering the product:
Go for it, you can start on a free plan to get a feel for it, then change pans as you add features.
An intelligent solution for an evolving IT environment
What do you like best about the product?
The simplicity and ease of use. We promote the use of our SelfService portal and over 40% of our work is generated in this way.
It work like an email system, allowing you to easily see a "conversation" and interact with the customer with ease.
It work like an email system, allowing you to easily see a "conversation" and interact with the customer with ease.
What do you dislike about the product?
Admin settings can be confusing at first, so I would recommend some additional training, support in this area to get the most out of the system.
What problems is the product solving and how is that benefiting you?
We are support approx 7000 customers and this tool enables us to support them more efficiently and effectively. A customer friendly tool is paramount to promoting self-help. Over 40% of our tickets are created in this way which saves everyone alot of time.
In my small Helpdesk team, we can safely support high volumes of customers knowing that our system is reliable, simple and customisable in an instant.
In my small Helpdesk team, we can safely support high volumes of customers knowing that our system is reliable, simple and customisable in an instant.
Recommendations to others considering the product:
Get to know the backend and admin side of the system as much as possible. This will help alot with future development and customisation
Using FreshService
What do you like best about the product?
I've been using FreshService ever since I joined my new IT team. It's a really intuitive and easy to use too.
What do you dislike about the product?
The reporting is a bit lacking still. For example, I cant generate reports based on the category fields I've setup.
What problems is the product solving and how is that benefiting you?
IT services are being managed through it.
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